Lauren Roebuck
Barnsley
Summary
Resourceful IT Operations Professional consistently responds to a wide range of technical challenges with a focused and creative approach. Adapts to changing environments quickly and with ease. Highly effective at problem solving and decision making, with experience supporting infrastructure environments and owning escalations through to resolution. 8 years of progressive IT experience.
Overview
10
10
years of professional experience
Work history
Service Desk Team Lead
AAG IT Services
Chesterfield, Derbyshire
12.2024 - Current
- Lead day-to-day Service Desk operations, prioritising and allocating tickets to meet SLA and customer expectations
- Act as escalation point for complex incidents, ensuring issues are owned through to resolution
- Monitor team performance and quality, providing coaching, feedback, and support to junior engineers
- Coordinate resource planning, rotas, and leave to maintain effective service coverage
Service Desk Engineer
AAG IT Services
Chesterfield, Derbyshire
03.2023 - 12.2024
- Provide 2nd line technical support across Microsoft-based environments, resolving escalated incidents and service requests
- Occasionally undertake 3rd line troubleshooting on complex or high-impact technical issues
- Own incidents through to resolution, ensuring clear documentation and effective customer communication
- Support service improvement by documenting fixes, identifying recurring issues, and mentoring 1st line engineers
Systems Engineer
System 5
Fourways, Johannesburg
05.2022 - 01.2023
- Attended to IT service queries for 1st, 2nd, and 3rd line hardware and software issues across 50+ customers.
- Onboarded and mentored all new technicians on troubleshooting, technologies, company processes and learning paths.
System Administrator
SAC Commercial Parts
Pretoria, South Africa
07.2021 - 04.2022
- Performed and supported hardware and software upgrades across server environments, including operating systems and applications
- Provided user-facing technical support, resolving hardware and software issues to improve system performance and usability
- Supported 1st, 2nd, and occasional 3rd line incidents across 18 sites and 400+ users, taking ownership through to resolution
- Identified skill gaps and supported colleague development through knowledge sharing and informal mentoring
IT Engineer (6 month contract)
Askari Insure
Bryanston, South Africa
11.2020 - 06.2021
- Researched and tested software solutions for mobile device monitoring, ticketing, password management and customer‑facing chatbots.
- Implemented, maintained, developed and tested installation and update of file servers, print servers and application servers in all departments.
- Compiled monthly IT reports for EXCO including metrics such as connectivity uptime, security risks and mitigations, ticket reports, vendor SLA compliance, and patch status across devices.
- Ensured devices and systems adhered to PII regulation (GDPR and POPI).
- Resolved first, second and third line service requests within target timeframes.
Business Analyst & Project Manager
Finbond Mutual Bank
Pretoria, South Africa
11.2019 - 09.2020
- Documented process flows and gathered requirements to support functional and operational improvements
- Defined project scope, milestones, and task allocation to maintain clear delivery plans and stakeholder alignment
- Produced regular risk and status reporting, highlighting issues and recommending mitigation actions
- Tracked delivery progress and mitigation activities, escalating risks and proposing corrective actions where required
IT Support Administrator
Finbond Mutual Bank
Pretoria, South Africa
08.2018 - 10.2019
- Resolved first and second line hardware and software issues for 1500+ end users across 400+ branches
- Monitored and reported on vendor and team SLA compliance on resolutions times for service requests and outages
IT Technician
IP Dimension
Pretoria, South Africa
08.2016 - 07.2018
- Originally hired as workshop technician, promoted to on‑site technician at major customer site 3 months later
- Resolved first and second line service requests within target timeframes.
- Provided system training to users as part of onboarding process
- Maintained documentation on configurations and maintenance in form of reports, component labelling and technical diagrams.
Account Executive
Vox Telecom
Pretoria, South Africa
08.2015 - 01.2016
- Marketed and sold home and small business ICT solutions including connectivity, VoIP and web hosting to new and existing clients across email, telephone, and live chat.
Education
Bachelor of Science, Informatics (incomplete) - Completed 15 of 30 required modules.
UNISA
01.2020 - 12.2022
CompTIA Network+ -
Pearson
07.2017 -
CompTIA A+ -
Pearson
06.2016 -
Matric -
Pretoria High School For Girls
Skills
- Windows Server
- Windows 10/11
- Active Directory
- Microsoft 365
- Exchange Online
- Intune
- Veeam Backup
- VPN Support
- Infrastructure Support
Technologies
VMWare, HyperV, Azure, Dell iDRAC, HP ILO, Windows Server 2003 - 2022, Active Directory ,Remote Desktop, Windows 7 - 11, Office 365, Exchange Online, Hosted Exchange, Mimecast, Barracuda, Sophos Central, Veeam, Arcserve, Sonicwall, Sophos XG, Mitel, Manage Engine OpManager, Autotask PSA Exclaimer, KnowBe4, Keeper, ITGlue
Timeline
Service Desk Team Lead
AAG IT Services
12.2024 - Current
Service Desk Engineer
AAG IT Services
03.2023 - 12.2024
Systems Engineer
System 5
05.2022 - 01.2023
System Administrator
SAC Commercial Parts
07.2021 - 04.2022
IT Engineer (6 month contract)
Askari Insure
11.2020 - 06.2021
Bachelor of Science, Informatics (incomplete) - Completed 15 of 30 required modules.
UNISA
01.2020 - 12.2022
Business Analyst & Project Manager
Finbond Mutual Bank
11.2019 - 09.2020
IT Support Administrator
Finbond Mutual Bank
08.2018 - 10.2019
CompTIA Network+ -
Pearson
07.2017 -
IT Technician
IP Dimension
08.2016 - 07.2018
CompTIA A+ -
Pearson
06.2016 -
Account Executive
Vox Telecom
08.2015 - 01.2016
Matric -
Pretoria High School For Girls